IT Service Delivery Specialist at G-A-P Supply Corp Johnstone Portland – Tigard, Oregon

IT Service Delivery Specialist

Tigard, OR

Join our team as an IT Service Delivery Specialist at Johnstone Supply - The Founders Group!

**Competitive Pay ** Work / Life - Balance ** Winning Team**

WHO WE ARE -

Johnstone Supply - The Founders Group is a 3rd generation family-owned wholesale distributor for heating, cooling, and refrigeration supplies and equipment. We operate across 6 states as one of the nation's largest HVAC/R distributors. Johnstone Supply offers superior customer service, technical advice and training seminars and features the industry’s most respected catalog (available both digital and online) featuring more than 80,000 quality parts, supplies and equipment. Our purpose is to keep our communities safe & comfortable!

PRIMARY PURPOSE –

The IT Service Delivery Specialist serves as the primary point of contact for end users and represents the face of Technical Services (TS). This role is responsible for delivering high-quality support, managing service requests and incidents, and ensuring a seamless end-user experience across core systems such as Outlook, SharePoint, and internal platforms.

This individual plays a critical role in onboarding/offboarding processes, user account lifecycle management, and maintaining organizational communication structures such as distribution lists and company contact data.

WORK SCHEDULE –

Expectation: Exempt onsite position, Monday through Friday, 7am to 4pm

ESSENTIAL DUTIES AND RESPONSIBILITIES –

End User Support & Service Desk

• Act as the first point of contact for IT support, providing responsive and professional assistance to end users
• Manage and resolve service desk tickets in alignment with IT service management procedures, escalation standards, and service-level expectations
• Troubleshoot issues related to Microsoft 365 (Outlook, SharePoint, Teams, etc.) and internal systems
• Escalate complex issues to appropriate teams while maintaining ownership of user experience

User Account & Access Management

• Create, modify, and deactivate user accounts in alignment with onboarding and offboarding processes and security policies
• Provision access based on role-based standards and security policies
• Maintain accurate user profiles and permissions across systems

Onboarding & Offboarding

• Coordinate and execute all IT aspects of employee onboarding and offboarding
• Ensure new hires are provisioned with approved access, required equipment, and standard system configuration by start date, in accordance with onboarding procedures
• Ensure onboarding and offboarding activities are completed within defined operational and security control windows.

Communication & Directory Management

• Maintain company contact information and directory accuracy
• Create and manage email distribution lists and shared mailboxes
• Support organizational changes by updating groups and communication structures

Process & Documentation

• Develop, maintain, and standardize operating procedures to improve consistency, auditability, and service efficiency.
• Contribute to knowledge base articles and user-facing documentation
• Identify opportunities to improve service delivery and user experience

Subject Matter Expertise

• Serve as a Junior Subject Matter Expert (SME) for core systems and processes
• Provide guidance to users and internal teams on best practices
• Assist in training and onboarding of new IT staff

ATTENDANCE - All full-time employees are expected to work Monday through Friday, at least 40 hours per week, and comply with the company attendance policies—compliance with the general company attendance standard. You may be required to work overtime periodically.

An entire workday is considered to be between 7:00 am to 5:00 pm. All full-time employees are expected to work at least 40 hours per week.

Required

• 3+ years of experience in an IT support or service desk environment with hands-on application of IT Service Management (ITSM) practices and methodologies, including incident, request, access, and problem management processes
• Strong experience with Microsoft 365 (Outlook, SharePoint, Teams)
• Experience managing user accounts and permissions (e.g., Active Directory or similar)
• Excellent customer service and communication skills
• Strong organizational and problem-solving abilities

Job-Specific Knowledge & Skills:

Preferred

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Familiarity with identity and access management practices
• Experience supporting onboarding/offboarding processes at scale
• Basic understanding of ITIL or service management principles

Competency Profile:

• Technical Adaptability – Ability to quickly learn and support new tools and systems
• Process Improvement Mindset – Identifies inefficiencies and recommends improvements
• Communication Clarity – Explains technical concepts in a user-friendly manner
• Time Management – Effectively manages workload in a high-volume ticket environment
• Collaboration – Works cross-functionally with IT teams and business stakeholders